Technical Support Engineer 1 - 3D Medical Imaging (Entry-level)

At Vital, what we do matters. This is at the heart of every product we develop, every service we provide, and especially each member of our team. Vital is part of Canon Medical Systems, and together we lead the industry with the latest health imaging informatics solutions. We improve the quality of patient care by developing innovative products that enable the exchange, analysis and storage of clinical information across health care enterprises and communities. Our products handle millions of medical images and health records a day across the world. Vital Images experiences the best of both worlds with a dynamic and collaborative environment, casual culture, and agility of a mid-sized company, while having the support and resources of Canon.

Our offices are based in Minnetonka, Minnesota; Waterloo, Ontario; Copenhagen, Denmark; The Netherlands; and Beijing, China. We value our team's innovation, enthusiasm, and dedication to help improve the lives of patients. Do you want to be part of a passionate team that believes what we do matters? Then a career with Vital Images might be right for you!

POSITION OVERVIEW

The Technical Support Engineer will be responsible for applying Windows, Networks, VMWare, SQL Server, LDAP, NAS, LAN/WAN, Scripting, TLS, and some programming knowledge to read Java and Python applied remotely on a real-time basis to resolve customer reported application issues related to our world-class imaging software.

This role will receive incoming customer reported issues by phone, email and web portal. Your technical trouble shooting, critical thinking, and problem isolation/replication skills along with your attention to detail are imperative. You will apply your education, experience, Vital Images product-specific training and use of our internal knowledgebases to ensure timely resolutions are provided to our customers. Communication, both verbal and written, are a primary job function and utilized throughout your day. You must be able to multi-task and accurately document all customer contact in our Salesforce case management system. You will ensure quick responsiveness and mission critical resolution rates are delivered. Following our "industry best practices" you will escalate to Levels 2 or 3 accordingly. Your resolution will include highly complex hardware and software technical issues including general knowledge of imaging software such as MRI's, CT scans, X-Rays etc.

RESPONSIBILITIES

* Assist in achieving a minimum of 75% case resolution rate from Level 1 and 2 Support * Collaborate well with all departments across the company and the globe * In a team environment, trouble-shoot complex technology problems with emphasis on Window, logs, file permissions, command prompts, configuration of RDS, remote desktop load balancing, LDAP, Active Directory and trust relationships, and group managed service accounts. * Using general knowledge of database organizational concepts, install and configure SQL Server and SSMS including permissions and Properties. Apply "Use" queries to view and manipulate data contained within SQL tables. Execute stored procedures and troubleshoot performance and efficiency issues with SQL Database. * Apply knowledge of network diagnostic tools for monitoring and capturing event logs. * Identify network bottlenecks, recommends improvement for network data movement and infrastructures issues. * Apply DICOM standards to identify data issues and communication between DICOM devices. * Provide customers with issue resolution regarding various types of hardware e.g., servers, workstations, graphics cards, configuring hardware/components, RAID concepts, Grid card concepts and monitors * Review Network settings with Windows, Network and sharing center, device manager and recommend changes. * Author knowledge base articles to help standardize problem resolution steps and procedures for resolving common or unique issues * Records all customer call activity in Vital Images call tracking database (Salesforce) differentiating between product complaints (defects) and non-complaints in accordance with FDA guidelines * Identify complaints that constitute potential hazards and bring them to the attention of Customer Support Management per Vital Images procedures * Assists with hardware support to customers and functions as a liaison between the system manufacturer and the customer when needed * Limited travel may be required on short notice to a customer site to resolve issues directly * Will field inbound support ACD phone calls, emails and web portal inquires/reported issues * Technical Support Engineers may be required to work on-call after hours * Prompt and reliable attendance is required

EDUCATION AND SKILLS

* Bachelor's Degree in Computer Science, Management Information Systems, or related field. * Basic knowledge and/or experience with, Windows, storage, networking, SQL, Network monitoring tools, scripting * Strong multi-tasking skills with the ability to manage multiple projects/cases at once * Self-motivated with the desire to learn new technologies * Excellent verbal and written communication skills * Professional and polished phone presence to communicate with customers both over the phone and in person * Excellent critical thinking, analytical, and problem solving skills * Strong organizational skills including documentation skills * Basic understanding of VMWare concepts. * General ability to read Java and Python, analyze crash dumps, faulty code setting, locate problem code in repository * Basic understanding of Tomcat and VIPS Redirect, how to install and how they generally work * Strong customer service orientation

Preferred:

* Experience with supporting software systems and the integration of such systems into existing networks preferred * Ability to utilize tools for remote access into customer systems e.g., Bomgar, to trouble shoot, identify root cause, make recommendations and solve issues, nice to have

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